Guest Relations Manager

About the Role

• Out on the floor front and back of house on a regular basis speaking with guests and operational HoDs and personnel members, to understand business needs and assess operational opportunities, highlighting them to the General Manager, while assisting in formulating solutions. Implements and maintains effective open-door communication system that encourages feedback and interaction between all departments.
• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience. Ensures the highest degree of quality guest service is maintained at all times, through prompt and courteous care. Meets or exceeds previous service scores and internet rankings. Investigates complaints and initiates corrective action. Promptly resolves any guest complaints or related issues.
• Ensures SOP implementation in all departments and checks the same during routine operational checks. Keeps operations teams focused on the critical components of operations to drive guest satisfaction and the desired financial results; makes and executes key decisions to keep property moving forward towards achievement of operational goals.
• Participates in public space walk-throughs with Engineering, F&B, Spa & Housekeeping to ensure guest rooms, public spaces and back of the house areas are well maintained and preventative maintenance processes are in place.
• Assists General Manager with establishing and maintaining applicable preventive maintenance programs to protect the physical assets of the hotel. Participates in meeting planner site visits or inspections and prepares operations team for the same.
• Demonstrate positive leadership characteristics which inspire team members to exceed standards, and promote team empowerment and team spirit. Delegates operational duties and projects with consistent follow up.
• Assists General Manager in developing accurate and aggressive long and short-range revenue goals consistent with the Company’s expectations. Collaborates with the Sales, Marketing and Revenue Management departments to create effective strategies.
• Interacts with the general public, customers, employees, homeowners with professionalism, tact and courtesy.

About you

Experience of at least 5 years in a senior position in a high-volume establishment. Bachelor’s Degree or higher in Tourism studies. Excellent written and verbal Greek & English communication skills are required. Experience in various capacities of F&B strongly preferred. Able to work independently and make the right decisions for the business. Ability to solve problems, handle guest requests, complaints, and concerns in an efficient, calm, and genuine manner.